Customer Care Specialist, Level 4, Admin

Customer Care Specialist, Level 4, Admin

This is more than just a job, it's an opportunity to be at the center of a high-performing, fast-growing organization. This role plays a critical part in supporting our people, our centralized operations, and our day-to-day execution.This position supports the VP of Centralized Operations, Director of Centralized Operations, Contact Center Managers, Reputation Manager, Level 5 Leaders, Marketing leadership, and Centralized Business Manager, while also serving as a key operational backbone for the Maitland office. This role is ideal for a highly organized, service-oriented individual who thrives in a fast-paced environment, enjoys variety in their day, and takes pride in keeping both people and operations running smoothly.

WHY THIS ROLE MATTERS

This position is foundational to the success of Hillpointe's centralized operations and Maitland office culture. It blends customer-facing excellence with behind-the-scenes execution, ensuring leaders are supported, teams are empowered, and associates have what they need to do their best work every day.

Key Responsibilities

• Respond promptly and professionally to inbound calls from prospective residents, converting inquiries into property tours or virtual tour experiences.
• Deliver exceptional customer service across phone, live chat, text messaging, and digital communication platforms.
• Accurately enter and maintain prospect information in CRM systems, including detailed guest card notes to ensure seamless communication between centralized and on-site teams.
• Be able to step in and support level 3, 4 & 5 Customer Care efforts including application processing, general customer service calls, Light service request intake and renewal and collections as needed.
• Support Software Support team as needed with projects and daily tasks as needed.
• Conduct weekly or bi-weekly outreach to properties to confirm current specials and updates.
• Participate actively in team communication, training, and departmental meetings.
• Quickly evaluate and escalate safety concerns, incidents, liabilities, or emergencies for proper follow-up.
• Perform additional leasing or support duties as assigned based on business needs.

Administrative & Office Operations Support

• Provide day-to-day administrative support to centralized leadership and managers.
• Coordinate calendars and schedule meetings for leaders and managers as requested.
• Assist with interview coordination, candidate scheduling, and interview-day logistics.
• Support onboarding activities, including badge/name tag updates and basic new-hire setup.
• Printing needs, promotion item orders, and stocking the print and snack stations.
• Manage incoming and outgoing mail, including shipping, mailing, and package coordination.
• Stock office refrigerators, kitchens, and supply areas; maintain the cleanliness and organization of shared spaces.
• Coordinate office lunches, meetings, and team events as needed.
• Monitor and manage basic office needs, including trash removal, kitchen upkeep, and supply restocking.
• Serve as a friendly, helpful resource for associates in the Maitland office, assisting with day-to-day needs.

Business, Finance & Reporting Support

• Support the Marketing and Centralized Business Manager with daily administrative tasks.
• Assist with credit card expense tracking, expense submissions, and reconciliation.
• Help manage billing and invoicing processes, ensuring accuracy and timeliness.
• Track due dates, deadlines, and follow-ups for leaders and departments.
• Assist with basic reporting, data organization, and administrative documentation.
• Maintain accuracy and confidentiality when handling financial and operational information.

Qualifications

• Prior experience in customer service, office administration, leasing, property management, or call center environments preferred.
• Weekend availability required, including Sundays as needed; hours may vary to support multiple time zones.
• Strong written and verbal communication skills with a professional, service-oriented demeanor.
• Ability to communicate effectively in person, via phone, email, chat, and text.
• Highly organized with strong attention to detail and follow-through.
• Comfortable multitasking and prioritizing work in a fast-paced environment.
• Proficient with technology and able to quickly learn CRM systems, scheduling tools, and basic financial workflows.
• Strong sense of ownership, accountability, and willingness to support team success wherever needed.

Work Environment:

• High call/message volume; fast-paced, team-oriented environment.
• Regular collaboration with leasing, operations, and maintenance teams.
• Ability to sit or stand at a workstation for extended periods and perform light physical tasks related to office upkeep.